Job Purpose
- To provide high quality desktop support to end users in corporate and project sites for IT services to ensure users of Clough IT services can continually work with limited impact when affected by an incident.
- This role is to support and handle incidents and requests that are escalated from a Service Desk Level 1 due to the additional knowledge and expertise this role has.
Main Duties / Responsibilities
- Work within the Service Desk team, actioning and resolving incidents and requests in the ITSM ticketing system in a level 2 capacity, according to internal SLA policies.
- Supervise and assist level 1 members of the Service Desk team, supporting the IT Services and Operations Service Desk Manager.
- Gather and analyse information about a user’s ticket and determines the best way to resolve their issue, determining the priority, then identify and escalate incidents to a subject matter expert where required.
- Identify and analyse patterns of greater problems to manage and prevent future incidents.
- Perform additional administrative tasks around user, group and document portal management.
- Perform asset management, allocating devices and activating services to users, assigning within the CMDB for tracking.
- Manage logistics/courier arrangements for IT asset deliveries.
- Create and maintain knowledge articles for the service desk knowledge base.
- Perform account administration around password resets, MFA support and general access requests.
- Display strong commitment to customer service by using professional and courteous communications regarding customer inquiries, problems, requests and handling of complaints.
- Manage user onboarding and offboarding with required access and hardware as per defined procedures.
- Attend project offices and sites to assist in establishing office IT infrastructure and networking requirements in brownfield and greenfield scenarios.
- Gather requirements or perform coordination of digital and physical asset ordering for the business.
- Conform to the Clough IT Change Management processes, raising changes for any new services or changes to existing services that have user impact.
- Collaborate with the greater IT Operations teams and achieve advantageous outcomes for the business.
- Support and follow IT Operations processes, systems, and procedures.